John Alexander

• Implemented performance management frameworks in Workday, boosting Tier 1 productivity by 15% through audits and targeted training.
• Redesigned onboarding workflows, reducing turnaround time by 25% and improving new hire satisfaction by 18%.
• Currently Mentoring 16 new associates in call operations, enhancing service quality and onboarding efficiency.
• Facilitates calibration meetings with U.S. leadership to align service delivery standards.
• Acting as as interim supervisor for a 14-member team, ensuring consistent KPI achievement.
• Conduct regular case/chat/call audits, improving quality metrics by 20% and reducing SLA breaches.
• Collaborate with Tier 2 teams to identify and close policy gaps.

•Managed full employee lifecycle for 2000+ North American employees including recruitment
coordination, onboarding, payroll processing, tax compliance, awards programs, and benefits management.
• Improved SLA adherence by 18% by streamlining Workday and ServiceNow processes.
• Collaborated with cross-functional teams to drive process improvements and enhance operational efficiency using HR systems such as Workday, LCP, ServiceNow (Agent Workspace), and Equifax.

• Advocated for ways to streamline ongoing projects, prioritizing shorter turnaround times and consistent development quality.

• Delivered policy training and promoted self-service models, decreasing case backlog by 30%.
• Mentored 15+ associates in process excellence and performance metrics, fostering a culture of
accountability.
• Led quality assurance initiatives for chats and calls, significantly reducing compliance risks and service
errors.
• Recognized with a Customer Excellence Award for operational leadership and improving chat response
workflows.

• Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
• Coordinated with housekeeping staff to ensure timely room turnovers, minimizing wait times for incoming guests.
• Managed guest feedback effectively, implementing necessary changes for continuous improvement.
• Assisted in training new team members, contributing to a consistently high-performing staff.
• Boosted service efficiency and satisfaction via Butler Development Tool.
  • Led cost-saving initiatives in inventory and guest service operations.
  • Selected for Business Excellence Leadership Program; awarded Best Employee Q2 2017.

• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Kept accounts in balance and ran daily reports to verify totals.
• Planned coverage needs and organized services to support incoming special events.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
• Improved room presentation and front desk transitions.
• Managed reservations and billing during senior staff absence.

• Filed paperwork, sorted, and delivered mail and maintained office organization.
• Answered and redirected incoming phone calls for office.
• Organized new employee orientation schedules for new hires.
• Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
• Managed onboarding and employee records; optimized travel logistics.
• Enhanced documentation systems improving compliance tracking.